Best Buy — Attraction in Culver City

I will never shop at Best Buy ever again! My wife purchased a NEW HP 2-1 Laptop with Windows 10/ Edge ($600) for me for Xmas just a few months ago. Here we are 3 months later and the thing is not functioning as she was told it would with the type of work that I would be doing on it. Don't get me wrong, its a beautiful laptop, but its just not working as promised.

Fast forward to yesterday (Saturday, 3/17/18) when I decided enough was enough and we went down to the store to see if they would give me at the least an exchange so I could apply it towards a MacBook Pro ($1100).

The young lady at customer service advised me that it was out of their return policy (fair enough). I explained that I don't need a return (my money back) just store credit. She then saw that we had a Geek Squad warranty so she quickly sent me to Geek Squad to have them help me.

I went to Geek Squad and the rep from Geek Squad informed me that they would be fixing it and not exchanging it. Apparently, in Best Buys eyes they have developed this idea that exchanging and returning are the same thing (Ridiculous if you ask me but Ok). He then tells me that they could offer to purchase it from me as a trade in and that they would give me 25% of purchase value. (Ridiculous but I at least wanted to see the actual offer) He sent me back to Customer Service.

Back at Customer Service, they had some guy who was obviously having a hard time as he constantly was asking his coworkers how to do this or that. (No issue there) But then he comes back with, if you trade this less than 3 month old laptop that you purchased new from here with a warranty and antivirus, we can give you $14 ?!?!? That couldn't be right, 25% of $600 would be roughly $150. I asked why and they just kept telling me "thats what the system was saying", so I asked to speak to a manager.

The manager comes over, and explains the same thing again about the trade in amount being $14 but if I liked, he would attempt it again so I said OK. He explains that they don't have that laptop in the computer so theyre just using similar features from other laptops. OK? But again I ask how is 25% of $600 $14??? He said he didnt know and didnt know why the rep (who was standing at the cashier next to him) from Geek Squad told me that. I mean, he could have easily tapped him and asked him why he said that seeing as he's the manager but he did not and the Geek Squad rep just stood at the register next to the manager as if he was not hearing me.

I asked this manager about their policy and how it seems a bit inconsistent and DISCRIMINATORY to which he just stood there and said that it was out of his control. He couldn't give me answers and he seemed very uninterested in seeing if there was a way he could help provide those answers. Completely frustrated at the incompetence and lack of answers, I decided I would resolve it myself and never give another cent to Best Buy.

Best Buy officially lost me today. I understand employees dont create the policies but they should be able to explain or find someone who can explain it to them. "I don't know, thats what the system is telling me," is not acceptable. I've worked in Retail and there are manager overrides, and defects that can be credited by the manafacturer of the product. Its all about using logic and common sense even when you're an employee.

You don't need a system to tell you what 25% is. Its called a calculator ($600X25%=$150) BOOM! That simple.

You don't need for someone to chastise you for unethical practices when its obvious that a trade in amount thats being offered is incorrect. Especially when its an insulting amount.

So fast forward to today, I placed my laptop for sell online for $500 and I already have 12 responses in less than 1 hour AAAAND I purchased my MacBook Pro from Frys who price matched Best Buy and were more than happy to help me.

Moral of the story. Don't ever shop at...

My boyfriend and I purchased a new Sony tv and within a week a vertical line appeared on the screen due to no fault of ours (we were watching a movie and the line just appeared out of nowhere). We called Best Buy customer service and they advised us to take the tv into the store to replace it as the return policy would allow returns through mid-January 2023. While taking the tv into the store was in itself a hassle as it is unwieldy, we did so. When we arrived at the store, we encountered one of the most dismissive and rude employees I have ever encountered at any store. This ‘Geek Squad’ employee proceeded to tell us that we could not return or replace the unit because ‘it is not defective, it is damaged’. When we explained how the tv had suddenly started malfunctioning and we had not caused this to occur, he simply continued to state he would not return the tv under any circumstances. We invited him to inspect the unit for himself and he declined on multiple occasions. He stated ‘if an issue arises after 24 hours of purchase, it is no longer a defect, it is damage’ and insinuated we had caused the defect ourselves despite not inspecting the unit. We asked where within the return policy this could be found and he stated it was online. He then stated ‘you can try contacting Sony, MAYBE they can help you.’ He constantly interrupted us, made us feel like we were the problem, and refused to work with us to help us problem solve. I then called Sony and opened a claim, but Sony indicated they needed to troubleshoot so we had to take the tv back home to have them run these tests. In the meantime, my boyfriend contacted Best Buy customer service again as we had been told conflicting information and he wanted clarity. Customer service again reiterated that the store should allow us to return and obtain a replacement, however they also spoke to the Geek Squad man who proceeded to tell customer service he had spoken to his manager about our issue and had advised that we needed to have Sony conduct a return authorization- neither of which he had actually done. Customer service was even confused why this employee was refusing the return, but suggested we try contacting sony for the return authorization so the store could proceed with the return. We left the store with the tv and called Sony from home to troubleshoot and obtain this ‘return authorization’ for Best Buy. When on the phone with Sony, the service representative was confused as well why we, as customers, were reaching out as opposed to Best Buy. He stated that typically if a customer has an issue with a Sony product purchased at Best Buy, they will return it to Best Buy if within the return period, and Best Buy will contact Sony to figure out what to do with the defective unit. At this point we were very confused because no one would give us a straight answer and we were running in circles. We called Best Buy customer service once again and they stated under the return policy, we should be fine to return the defective unit. We also checked the actual policy online and found that it stated we could return a defective unit within the return period, no 24 hour exception listed and no fine print to contact the manufacturer first! With this information, we once again returned to Best Buy (with our tv again, another hassle) and spoke with Manager Leonard who immediately assured us we could return the unit. We did so and obtained a refund. While I am very grateful to Leonard for his help, and he was nothing but polite and courteous, the actions of this other employee (name might be AJ Carrillo? He said it quickly so not 100%) has left a bad taste in my mouth and I will not be quick to return to this location for fear of being declined proper services on another occasion. Moreover, the clear lack of communication between the Best Buy customer service call center and the actual store locations was nothing short of...

My parents went into Best Buy to purchase a new TV for their home. After picking out their TV they returned home and asked my sister and I for help. We opened the box and immediately saw, what we assumed was, an air bubble caused by plastic covering on the screen. We continued unloading the box and mounted it on the wall. When the time came to test the picture, the screen went black and a huge crack became obvious originating from the "air bubble." We immediately took the TV down and returned to Best Buy for an exchange. Upon arrival, less than 2 hours after purchase, my parents were helped by Daniel, a supervisor. He immediately denied the exchange and claimed the TV was intact when it left the store (the box was not opened in the store to verify this) and that because we had forgotten to take the mount off, it was proof that we had dropped it. My parents asked to talk to another manager but Daniel claimed to be the only manager on duty (we found out later that in fact this was a lie - a sales manager was present during this time). My parents called corporate and they spoke directly to Daniel advising him to give us a new TV as there was no proof that we had caused any damage. Daniel denied corporate's request and sent my parents back home at which time my sister and I decided to intervene; We drove to Best Buy and asked a couple of associates for information regarding return policy and manager names at the store. The following morning we all drove to Best Buy to see if we could try the exchange again. As we were waiting in line to be helped, another couple was ahead of us asking for a return on an electronic. Biji, the Assistant Manager, mentioned a 24 hour return policy for things broken out-of-the-box. We were also helped by Biji. He opened the box to inspect the TV and denied the exchange because he saw no damage to the box. There was, however, damage on the box. When we pointed it out he claimed it to be too small. Once again, corporate was called and again it was advised that a return be made. Biji denied corporate. Corporate informed me it was a manager's call on whether they would exchange the product or not. We asked to speak to another manager, Richard Allen, who was also the manager present when Daniel claimed to be the Manager of Duty. Richard Allen informed us that our parents had denied assistance to the vehicle and had loaded the TV themselves against store recommendation and therefore assume no responsibility for any damages. I requested he reviewed the security cameras, as he only got that information from word-of-mouth. He returned to us with a different story saying that, in fact, an associate had handled the merchandise to the car. He would not comment on whether the associate loaded the TV onto the car. My parents say they were hands-off until it was unloaded in the driveway. This proves to me that Best Buy is attempting to manipulate facts and hide information. They are a top performing store and want to keep...